Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.
If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions, while admins can send automated notifications based on approved WhatsApp templates.
You can create multiple enhanced WhatsApp channels in Salesforce, each linked to a different WhatsApp number.
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Learn About WhatsApp Trailhead: WhatsApp for Service Cloud Lifecycle of a Messaging Session Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital |
Create Your Channel |
Build Out Your Channel |
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Enhance with Automation Connect an Agentforce Service Agent Create a Flow to Link Individuals to Messaging Sessions |
Messaging for Developers |
